Receptionist

Job Summary

We are seeking an exceptional, service-driven Customer Service Coordinator to join our growing team. This role offers the opportunity to shape every patient's experience in a modern, patient-centered healthcare environment. The successful candidate will play a key role in coordinating frontline service delivery, resolving customer concerns, reinforcing service standards, and ensuring every patient and visitor receives timely, professional, and compassionate support.

Key Responsibilities

• Oversee daily customer service activities to ensure efficient, respectful, and patient-centered support across service touchpoints.
• Coordinate with reception, billing, nursing, and clinical teams to support smooth patient flow and consistent service delivery.
• Track waiting times, service gaps, complaints, and feedback to identify trends and improve patient experience.
• Support implementation of service improvements that enhance responsiveness, courtesy, and operational efficiency.
• Handle inquiries, complaints, and service recovery matters promptly, professionally, and with appropriate empathy.
• Escalate complex issues to the appropriate departments and follow through to timely resolution and closure.
• Ensure clear communication of service information, procedures, delays, and updates to patients and visitors.
• Maintain accurate records of issues raised, actions taken, and outcomes for review and continuous improvement.
• Guide frontline staff on service standards, patient communication, professionalism, and complaint handling.
• Support orientation and on-the-job coaching in service excellence, responsiveness, and customer care practices.
• Monitor and evaluate the respective team (Cashiers/Receptionists, Ambulance Drivers, Porters, Guards, and Cleaners).
• Maintain service records, reports, action logs, and improvement trackers for management follow-up.
• Promote a culture of accountability, teamwork, and consistent service standards across patient-facing teams.
• Protect confidentiality and ensure professional handling of patient information and service-related records.
• Support implementation of service policies, procedures, quality initiatives, and patient experience standards.
• Prepare summaries of customer concerns, trends, root causes, and recommendations for management review.
• Monitor adherence to agreed service procedures and support corrective actions where service standards are not met.
• Participate in clinical audits, quality improvement, and patient safety initiatives.
• Adhere to hospital policies, procedures, and national healthcare regulations.
• Report errors, incidents, and near misses according to protocol.
• Support implementation of clinical standards and guidelines.
• Ensure proper use and maintenance of medical equipment and supplies.
• Coordinate with laboratories, GI unit, radiology, pharmacy, and other departments.
• Support patient flow, admissions, discharges, and referrals.
• Assist in ensuring proper billing and documentation where required.
• Perform other duties as assigned based on service needs, organizational changes, or professional development.

Educational Qualification

• Bachelor’s Degree or Diploma in Business Administration, Customer Service, Healthcare Administration, or a related field.

Experience Requirements

• More than 5 years of relevant experience in customer service, front office, healthcare administration, or patient relations.
• Experience working in an ISO-certified institution is an added advantage.
• Experience using radiology systems is an added advantage.
• Experience with complex scheduling and coordination is preferred.

Required Skills

• Strong interpersonal, complaint handling, coordination, reporting, and problem-solving skills.
• Good computer skills and proficiency in scheduling, registration, reporting, and office systems.
• Ability to work across departments and manage service issues calmly while maintaining professionalism.
• Professional presence and strong commitment to service quality, patient experience, and teamwork.
• Compassionate and patient-centered approach.
• Ability to work under pressure and handle emergencies.
• Information technology proficiency.
• Excellent interpersonal, written, and verbal communication skills.

Skills Required:

• Customer / Service / Secretarial
• Sales / Marketing / Business / Management